Technology Service Desk Analyst

Posted 22 February by Travel Counsellors Easy Apply

Travel Counsellors are an award-winning, travel business that places people at the heart of everything we do. We have 1,750 home-based Travel Counsellor Franchisees and 350 support staff based from our head office located near the Trafford Centre in Manchester and internationally in our 6 satellite offices. With sales of £500m plus per annum and ambitions to be a £1bn digitally enabled business, famous for the way we look after our customers and people we are always on the lookout for talented individuals who will be integral to the on-going success of this entrepreneurial business.

The Company sets itself apart by recruiting the best travel advisers, building personal relationships with customers and delivering the highest level of personal service and care that can be found in any industry. For over twenty years we’ve set the trends in travel homeworking, and last year we won the TTG Top Homeworking Agency and Travel Weekly Best Homeworking Agency awards. We’re a world class, bespoke business and one of the most fundamental factors of our business is that we’re consistent in offering an authentic and tailor-made service where our Travel Counsellors create "one off" itineraries that cannot be found off the shelf.

Founded 23 years ago, our business model is tried and tested, based on relationships, retention and referral. It’s this approach that makes us more than a little different from the rest. And that’s what keeps our customers coming back year after year, again and again. In fact, 96% say they would recommend Travel Counsellors to their friends, family and colleagues.

The business is growing quickly and has a huge opportunity for further growth by executing its clear strategy globally (referred to as RRP), focusing on:

  1. Recruiting more franchisees globally;

  2. Leveraging the opportunities to increase new business from Referrals and drive up more Re-Book business, specifically from first time bookers; and

  3. Driving sales through the Company’s in-house booking system Phenix and specifically it’s directly contracted product.

The opportunity for growth is predicated on the basis of word class leading levels of customer retention, loyalty and advocacy.

The Company’s culture is based on caring and it has a clear management behaviours centred around Focus (on RRP), Pace and Energy. We want to develop a culture that encourages innovation, fresh thinking and continuous improvement by encouraging feedback at all levels.

Moving forward we’re looking for authenticity and creative flair, for individuals who are comfortable operating in the world of modern technology and those who possess a high level of digital skills, to make sure we’re always one step ahead. Each and every individual who works for Travel Counsellors takes pride in what they do, we set high standards and always, always aim to deliver.

It’s all because we care. Caring is in our DNA.

Role Overview

The Technology Service Desk is looking to expand the team and offer a more robust support service to our global userbase. The successful candidate will make up part of a team that supports both remote end users and head office employees. Team members are encouraged to own issues through to complete resolution and there are opportunities to input into the whole user experience.

Main Duties and Responsibilities

  • Provide accurate call logging to ensure an incident audit trail is maintained and feeds into Business MI

  • Providing a high level of technical support to resolve issues within an agreed SLA

  • Work towards achieving and maintaining a high FCR

  • Deployment of global OS images and associated applications

  • Ownership and liaising with other business functions to ensure a resolution is reached in the quickest time possible

  • Working with 3rd party suppliers to maintain levels of service

  • Maintain hardware stock levels

  • Perform other duties as requested by the Technology Service Desk Manager

Candidates must possess the following skills and experience

  • Excellent communication skills, both written and verbal

  • Minimum 12 months Helpdesk experience providing 1st and 2nd line support

  • Remote support and customer facing experience

  • The ability to balance customer focus with technical aptitude

  • Superior level of customer service, especially the ability to build good working relationships quickly

  • Ability to compile and maintain process documentation

  • Flexibility and the ability to work in a fast-paced environment

  • 3rd party management

Technical expertise in the following areas

  • Windows 7 and 10 support

  • Office 365 Administration including the whole suite of applications

  • Exchange 2013 and Active Directory Administration

  • End user device imaging technologies

  • Mobile device management

  • Telephony and Broadband troubleshooting

  • An understanding of Networking technologies

It would be desirable for the candidates to possess:

  • Any formal Microsoft training or qualifications

  • Any ITIL exposure

  • Own transport and driving license

  • Any experience of supporting the travel industry

Reference: 34212706

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